User Status Report

Overview

The User Status Report provides a raw log of agent status changes occurring in Talkdesk®.

Usage

Specify the user_status type in the Explore API path: /data/reports/user_status/jobs

📘

User Status Report metrics

Report Example

{
  "total": 2,
  "type": "user_status",
  "version": "v1",
  "entries": [
    {
      "user_name": "Robert Sur",
      "user_email": "[email protected]",
      "user_id": "13da-3ccd-3423",
      "status_label": "Away",
      "status_start_at": "2016-01-29 10:30:00",
      "status_end_at": "2016-01-29 10:30:14",
      "status_time": 14,
      "is_user_active": true,
      "team_id": "69bd4bed944f4de99cb79736f2ca15b1"
      "team_name": "The A-Team"
      "ring_groups": "["rg1", "rg2"]"

    },
    {
      "user_name": "Robert Sur",
      "user_email": "[email protected]",
      "user_id": "13da-3ccd-3423",
      "status_label": "On A Call",
      "status_start_at": "2016-01-29 10:30:15",
      "status_end_at": "2016-01-29 10:31:15",
      "status_time": 60,
      "is_user_active": false,
      "team_id": "69bd4bed944f4de99cb79736f2ca15b1"
      "team_name": "The A-Team"
      "ring_groups": "["rg1", "rg2"]"
    }
  ]
}

❗️

Data Availability

Up to a month of data per request.

There are no limits on the data availability regarding timeframe.

📘

User Status Report - Data Availability and Data Freshness

Regarding data freshness, the User Status Report used to have a data refresh of one hour. This has been improved in the Explore API: data is refreshed every minute.

🚧

Duplicate Records

It may occur that, for some users, there seems to be duplicated records. This happens because of these scenarios:
1 - A month change, generating a new record even without status change:

• Offline (starting January 29 at 5.59 PM, ending January 31 at 11H59 PM).
• Offline (starting February 1 at 00 AM, ending February 1 at 3 PM).

2 - A team change, generating a new record even without a status change.

3 - A dialer campaign change, generating a new record even without status change.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.